Spire

Here is the letter from ***, officially stating it was removed from my credit report and officially closed outLet it be proof that once again, *** ***/Spire has lied about any balance they claim I owe. In addition to this proof we are asking as a resolution, since I have shown suffecient proof that no balance is owed, that *** *** Company/ Spire, re-connect gas services without any fee's or deposits along with any account balance they are claiming, to be officially removed in lieu of this letterAs well I'm authorizing the Revdex.com, to forward this letter to the Missour Public Service Commission to show proof as wellThanks, *** ***

Tell us why hereLaclede Gas Company
Community Services Department
Revdex.com
Received 04/22/
CASD Investigator: *** ***
________________________________________________________________________________...⇄ /> Customer Info: Account ID: ***
Complaint ID: ***
Rate: GH Residential
________________________________________________________________________________...⇄ /> Comments / Resolution:
MrP____ filed a complaint with the Revdex.com stating he is having trouble scheduling an appointment to start gas service although he has a zero balance and has not been disconnected in the pastMrP____ scheduled an appointment for 11/01/AM, the technician did not call and arrived the next day11/02/at 10:PMAnother appointment was scheduled for the next available date which was 11/04/AM; the technician arrived at 8:PM so the gas was still not turned onThe appointment has now been scheduled for 11/08/and he is not sure if the Company will arrive at the scheduled time
Investigation Details:
My investigation of MrP___’s complaint revealed the following:
• On 10/30/17, MrP____ contacted the Customer Service Department requesting to start new service on 11/01/The appointment was scheduled for 11/01/
• On 11/01/17, the start service ticket states the technician arrived at 10:PM; he did not gain access so he left a tag on the door requesting a call to reschedule
• On 11/03/17, MrP_____ rescheduled the appointment for 11/04/
• On 11/04/17, the technician arrived at 8:PM; there was no answer at the door or phone so the technician left a tag on the door requesting he call again to reschedule
• On 11/06/17, the appointment was scheduled for 11/08/AMMrP_____ requested to speak to a Supervisor
• On 11/06/17, a Supervisor called MrP____ and placed the start service on the Emergency Board to have the gas turned on that day due to Company error for prior appointments
• On 11/06/17, the gas service was started for MrP.______
On 11/08/17, I spoke to a Forman that advised me since the Cold Weather Rule started 11/01/17; there has been a high-volume dayMrP___’s appointment was actually scheduled as All Day appointments from 7:AM to end of routeOn 11/01/the technician was pulled off his route due to emergency callsThe technician arrived that late attempting to complete all jobs on the route
I spoke to MrP______ and apologized for the inconvenienceI explained the above findings and waived the $initiation feeMrP____ was satisfied and thanked me for working with him
Distribution: ** ** ***, Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas Company Community Services Department Revdex.com Received 3/7/ CASD Investigator: *** *** ________________________________________________________________________________...⇄ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Mr*** contacted the Revdex.com and stated that he paid to have his gas service turned on at his home which requires a technician to come out and someone being home for the visit. He stated that for the past days he has missed the technician because of scheduling conflicts. Mr***_ stated that he has spoken to Customer Service and requested Management but he still has no heat and no gas serviceTo resolve his complaint, he wants someone to call him to schedule an appropriate date and time to turn on his gas service Investigation Results: The gas service was disconnected for non-payment on 2/17/17.On 3/2/17, Mr*** paid his gas arrears and on 3/3/17, he called to schedule a reconnection order; the order was scheduled for 3/4/with instructions to call minutes before arrival.On Saturday, 3/4/17, a technician was routed to the premise and noted that he called the number listed on the order but there was no answer; he arrived at the premise at 10:AM and knocked but there was no answer; the order was cancelled due to no access at 10:AM. The same day, at 1:PM, Mr*** contacted the Customer Service Department and claimed that he had not been called; he alleged that the technician just left a tag on the door. The CSR advised him of the technician’s notes and explained that the soonest date to reschedule the order was Monday, 3/6/17.On 3/6/17, the order was closed and tagged due to no access to the meter. The technician noted that he called the customer but there was no answer so he left a message that he was in route. On 3/7/17, a technician was routed to the premise to complete the order due to unsanitary conditions; the customer was advised to clean up the area and call back to reschedule the order.On 3/8/17, a technician was routed to the premise and noted that the order was cancelled because of leaks in the fuel run; the customer was referred to a private contractor and was advised to call back to re-schedule the order when the repairs are completed.Note: Due to his payment history, Mr*** is ineligible for service work via the Company. Distribution: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Please see attached

Laclede Gas Company
Community Services Department Revdex.com Received 09/27/ CASD Investigator: *** *** ________________________________________________________________________________...⇄ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Ms***__ filed a complaint with the Revdex.com stating on 07/12/17, she called the Company after receiving a bill when her gas had been turned off since 11/16. The Representative advised her that since she had been on budget prior to the account was the reason for the account balance Upon receipt of the complaint I reviewed the account and found the following: On 01/16/17, Ms***’s son called the Company due to a gas odor. The technician arrived and evacuated the premise; Ms***_ was sent to the hospital due to her stating she had symptoms but her son refused treatment. There was a leak to the fuel run to the boiler which is the only gas appliance.On 01/18/17, a technician arrived to repair the boiler. Ms***_ advised the technician she would replace the boiler and call back when it was time to restore the serviceNOTE: She did not call in to close the account so the account continued to bill monthlyOn 02/10/17, a bill was rendered in the amount of $for CCF; the account had a credit balance of ($93.30).On 02/23/17, a payment posted for $60.00.On 03/13/17, a bill was rendered in the amount of $for CCF; the account had a credit balance of ($129.27).On 03/15/17, a payment for $posted.On 04/12/17, a bill was rendered in the amount of $for CCF; the account had a credit balance of ($165.24).On 04/17/17, a payment of $posted.On 05/11/17, a bill was rendered in the amount of $for CCF; there was a credit balance of $201.21.On 05/22/17, a payment of $posted.On 06/13/17, a bill was rendered in the amount of $for CCF; the account had a credit balance of $237.04.On 06/16/17, a payment of $posted.On 07/13/17, a bill was rendered in the amount of $for CCF; the account had a credit in the amount of $319.05.On 07/14/17, a payment of $postedOn 07/17/17, MsHunter called the Customer Service department to inquire on why she was still receiving bills when the account was closed. The Representative erroneously advised her that it was due to her being on budget billing. The Representative failed review the ticket from the technician and close the account effective 01/18/where it was noted that Ms***_ advised the technician that she would call back when she was ready to restore the service.On 08/11/17, a bill was rendered in the amount of $for CCF; the credit balance amount was $354.63.On 08/15/17, a payment of $posted.On 09/13/17, a payment of $posted.On 09/13/17, a bill was rendered in the amount of $for CCF; the account balance was a credit in the amount of $450.21. On 09/29/17, I forwarded Ms***’s concerns to the Billing Supervisor and explained the above to him. I requested the account be closed and the billing be stopped effective 01/18/The account closed and the billing was adjusted; Ms*** now has a credit on the account in the amount of $612.15. I left a message for Ms***_ advising her of the above findings. I left my call back number for her to call if she had additional questions or concerns. Distribution: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATIO

On 10.31.17, SPIRE received your complaint filed with the Revdex.com regarding issues with SPIRE’s customer service. Please know that SPIRE values you as a natural gas customer and takes your concerns very seriously. Your account activity, issues and SPIRE’s response
are as follows: ACCOUNT ACTIVITY: On 10.30.17, you called SPIRE requesting information on your account balance and your pending disconnection for non-payment. You were advised to pay the disconnection amount to keep service active. ISSUES: You stated in your complaint that you cannot understand your account balance and disconnection amounts. You stated $1,was transferred to the account in question from other accounts. RESOLUTION: On 10.31.17, I telephoned you to discuss your complaint. I explained SPIRE only transfers balances between services with the same rate class and same SS or FEIN and then only from closed accounts with debt remaining after days. I emailed SPIRE bills for the subject account since 09.11.15. I advised only one payment had been made on the account, $in September 2015. There are no transfers from another account to this accountThere was one transfer from this account to another account (statement) to remove a debt for another address and transfer it to another account number. I also emailed you disconnect notices for three of the properties on the account, with shut dates on or after 11.08.17. I advised that the disconnect notices remain active on the accountsOn 10.31.17, you emailed me inquiring why you did not receive disconnect notices from SPIRE prior to September, 2017. I emailed you copies of the disconnect notices mailed on the account since Thank you for sharing your concerns with usCommunity Services Team, SPIRE

Initial Business Response /* (1000, 5, 2015/12/21) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 12/11/
CASD Investigator: *** ***
Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX
Rate: GH Residential
Comments / Resolution:
Ms*** complaint filed with the Revdex.com is concerning a catbillShe stated the following:
On 02/14/14, she purchased a property at *** ***
On 01/16/15, Laclede Gas changed the meter and at that time the meter was functioning
On 02/16/15, Ms*** received a catbill in the amount of $1,517.06; based off hypothetical usage
On 03/10/15, she received a disconnection notice
On 03/16, she contacted the Company and was advised she would not be disconnected
On 11/17/15, she received a final collection notice for $1,
On 12/03/15, a Representative contacted her and advised her that the charges were accurate
Ms*** is requesting that the MPSC investigate her concernsShe states the home was unoccupied and the service was not in useShe is requesting that the charges be reversed
Account Details:
A review of Company records revealed the following:
On 01/22/14, gas service was established at *** *** for *** *** the same day meter #XXXXXXXXX was installed with an index of X
o NOTE: The turn on was updated into CC&B but erroneously not the meter change , the removed meter was still showing active in CC&B resulting in the customer bills reflecting estimated low usage
On 01/22/15, an estimated bill for CCF from 12/16/to 01/16/in the amount of $was renderedThe account reflected a credit of ($244.44)
On 01/22/15, Ms*** scheduled the meter change for 01/23/
On 01/23/15, the technician noted that meter reading was Xfor XXXXXXXXXIt was found that when the meter was installed the information was not entered into CC&B resulting in the customer bills reflecting zero usage based off the removed meter information
Later on 01/23/15, a rebill was issued to correct the estimated billing
On 01/28/15, a catbill was rendered from 01/22/to 01/15/in the amount of $1,was rendered; the bill provided a monthly breakdown for the billingThe account balance was $1,
On 02/16/15, a bill for CCF (actual usage) from 01/16/to 02/15/for $was renderedThe account balance was $1,
On 03/16/15, Ms*** contacted the Customer Service Department requesting to speak to a Supervisor regarding the catbillThe Representative took her call back information and advised her that a Supervisor would call her back
Later on 03/16/15, a Supervisor returned her call; Ms*** advised her that she wanted to dispute the chargesShe advised the Supervisor that she purchased *** *** mid-2014, there was no gas usage until they installed the furnace this winter, thermostat was kept at minimal to heat houseThe Supervisor placed $1,onto a dispute service agreement while this matter was being investigated
o NOTE: The disputed amount should have been $1,
03/17/15, a bill for CCF (actual usage) from 02/16/to 03/16/for $was renderedThe account balance was $1,
On 04/16/15, a bill for CCF (actual usage) from 03/17/to 04/15/for $was renderedThe account balance was $1,
On 05/13/15, gas service ended for *** *** at *** ***
05/14/15, a final bill for CCF (actual usage) from 04/16/to 05/13/for $was renderedThe account balance was $1,
On 06/12/15, Ms*** was advised that $1,was still in dispute and $was due
On 10/15/15, Ms*** contacted the Customer Service Department inquiring about information regarding the charges she was disputing; she advised the Representative that she had been disputing the charges since MarchMs*** requested to speak to a Supervisor and left her call back information
On 10/16/15, a Customer Service Supervisor left a message for Ms***
Upon receipt of the complaint I forwarded Ms*** concerns to the Meter Reading & Billing Department for reviewA Meter Reading Analyst stated that when gas service was established on 01/22/meter #XXXXXXXXX was installed, the turn on was updated into CC&B but the meter install information did not get updated, the removed meter was still showing active in CC&B resulting in the customer bills reflecting estimated low usageHowever, the AMR on the new meter was providing good daily reads but the reads were orphan reads since the Field Activity connecting meter XXXXXXXXX to *** *** was not updated into CC&BIn September an Account Records Clerk entered a metering exception case on the account and letters requesting an appointment for AMR maintenance were issuedAfter Landis & Gyr visited the property they noted that the reason for the AMR not transmitting readings was due to the meter number discrepancy
On 12/17/15, I spoke to Ms*** and explained the above findings to herI apologized for any inconvenience this matter may have causedMs*** stated that she was advised by a Laclede Gas technician that the meter installed at *** *** was pulled from another address and she believes the Company is billing her usage for that premiseShe disputes the billing because she states there was no furnace when she started service, the premise only had a water heaterI advised Ms*** that if the meter was pulled from another address it will only register usage from the premise it is installed in, the billing is based on the usage from the gas appliances tied to that meterI advised her that I would forward her concerns to the Meter Shop and Customer Support Service to have the start service ticket pulled to confirm the above findings
On 12/18/15, The Meter Shop stated that Company records show meter # XXXXXXXXX as being assigned to *** *** since 01/22/He stated that some refurbished meters have a set index of zeroes and sometimes not, pending on the AMR and MeterHe does not show meter # XXXXXXXXX being tied to another address but ***
A Customer Support Services Representative stated that upon the receipt of the complaint she investigated Ms*** concerns and attached the ticket from 01/22/for the start service and meter changeThe ticket states that the meter had to be upgraded to a larger meter because of the furnaces, there were furnaces at the premiseThe basement and 3rd floor furnaces were not working but the 2nd floor furnace was litAMR records indicate the install index was zerosThe Customer Support Services Representative stated that on 01/23/15, a Laclede Gas technician was scheduled out to change the meterHe contacted the Order Control Department to verify the meter information, she believes that the Representative keyed in the wrong meter number is the reason an address on *** came backThe Customer Support Services Representative stated that the Orphan report shows that meter # XXXXXXXXX was homeless prior to being installed at *** ***
On 12/18/15, I spoke left a detailed message for Ms*** and advised her that the information has been confirmed and the billing is correctI left my call back number of XXX-XXX-XXXX; I offered to e-mail her proof of my findings such as the AMR reads, bills and the bill comparison
Distribution: ** ** *** Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Laclede Gas
Company Community Services Department Revdex.com Received: 04/04/16 CASD Investigator: *** ***Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential Comments / Resolution:Ms***’s complaint filed with the Revdex.com is concerning charges that accrued on her account after she moved from her previous address, *** * *** ***. Ms*** stated that when she called to close the account she was advised that she could not close the account until she paid the balance in full; the account remained open until 08/To resolve her complaint she is requesting the charges be credited back to 02/and removed from her credit. She states she will pay the balance in full when she receives creditUpon receipt of the complaint, I reviewed the account archives and found that Ms***__’s contacted the Company on 02/15/and the stop service was scheduled for 02/17/12. A final bill was rendered on 02/22/reflecting charges through 02/17/in the amount of $50.64. Ms***_’s previous balance was $258.27; which totals the final bill amount of $308.91. The balance remained unpaid and was forwarded to an outside collection agency on 10/10/On 04/05/16, I left a detailed message for Ms***_ advising her of my findings. I left my call back number of *** for her to call me if she has additional questions or concerns, I also advised her that I have a copy of her final billLater on 04/05/16, Mr*** returned my call; I explained the above findings to her. She gave me her e-mail address and I forwarded her a copy of her final bill DISTRIBUTION: ** ** ***, THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION Page of

Laclede Gas Company
Community Services Department Revdex.com Received 07/05/ CASD Investigator: *** *** ________________________________________________________________________________...⇄ Customer Info: Account ID: *** Complaint ID: *** Rate: GH Residential ________________________________________________________________________________...⇄ Comments / Resolution: Mr*** filed a complaint with the Revdex.com stating about eight years ago he was late on paying the gas bill and the Company assessed a deposit in the amount of $which was paidThe deposit information would reflect on the bill for years but the Company no longer has that information on the bills. Mr*** feels that the Company has his money but won't put it on paper anymore which concerns him; what happens when the Company states there is no record of a depositHe spoke to a Representative that confirmed that there is a paid deposit on the account but the information no longer shows on bills. Mr*** states he was refused a Supervisor and he a disconnect notice which he consider threatening since he has a $deposit Upon receipt of the complaint an Investigator in the Community Service department called Mr*** and explained that she was responding to the Revdex.comMr*** expressed his concern that he had paid a $deposit but it was not reflecting on his statement. She apologized that the information was no longer on the bills but confirmed his account reflects a paid deposit of $had been on hand from 2008. She explained that the paid deposits do not reflect on the statement as it is not an amount due; it has been paid. She understood his concerns and explained we converted to a new system in is when the information stopped showing on the billsShe advised she would escalate his concerns and put in a recommendation to request the deposit reflect on the statement. I offered to create and mail a document for Mr***'s records to confirm his deposit on-hand. Mr*** seemed satisfied but did again ask that she escalate his deposit concerns NOTE: For Mr***_’s records there was a letter was sent confirming there is a paid deposit on his account Distribution: ** ** ***, Revdex.com, File THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Complaint: ***
I am rejecting this response because: The issues have not been resolvedSpire is wanting us to pay around $in back bills to keep our services from being shut offThe bill has accumulated since around (?) and this is the first time we have heard of any bills not being paidShe said that the only payment made on the account was from the very first bill of $back in So we received the first bill at our office where the bills are supposed to be sent, and then apparently the bills have been being send to two other addresses since thenNeither address that the bills were sent to were places we asked for the bills to be sentI also asked why it has taken several years and $worth of debt before we received any kind of notice that our account was overdue, and asked if this is standard procedure for overdue accountShe informed me that there haven't been any shut off notices because of the "cold weather" rule, but lets keep in mind that this has been going on for several years and the "only payment made" was the first billthis is MissouriWe DO have summers here and the excuse that we weren't notified because of the cold weather rule is not acceptableNot only that- but that is the reason she gave me for the services not being shut off- she did not acknowledge why we weren't even notified of overdue payments prior to the account being several years overdue. Also, she stated we called saying we do not understand our bill- which is falseWe understand the billWe just don't understand why their business protocol is apparently to let bills rack up to $before contacting the consumer
One last comment- Due to the cold weather rule (which she gave me as an excuse to why we haven't been contacted previously) it is currently after November 1st and according to what she claimed we should not have the gas services shut off now. We have been given nothing but the run around and excusesWe want to pay the bills that we owe, but we would like to be given a straight forward answer instead of excuses, and comments that make us look like we just don't know what we are talking aboutWe are professionals, and expected to be treated as soIf ***/ Spire had done their job in the first place and notified us after days (not several years) that no payments have been madethis whole situation would not be happening.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/26) */
Laclede Gas Company
Community Services Department
Revdex.com
CASD Investigator: Rita McIntosh _________________________________________________________________________
Customer Info: Account ID: XXXXXXXXXX Rate: ***
Complaint ID: XXXXXXX
_________________________________________________________________________
Comments / Resolution:
Mr*** contacted the Revdex.com and stated the following:
He called the Company on 6/10/and scheduled an order to turn off the gas service to his apartment effective 6/17/15; however, months later, he discovered he is still being billed for service at the address
His bill reflects zero usage has occurred at the address; however, he is being billed the minimum customer charge and his payments have been automatically deducted from this account because he was enrolled in auto pay
On 8/20/15, he contacted the Customer Service Department and was advised there is no record of his turn-off request and that the account could not be adjusted
To resolve his complaint, Mr*** wants the bill adjusted and wants the bills paid via auto pay refunded to the account
Investigation Details:
A review of the records for Mr*** account found no record of a turn-off request being received in June 2015; however, he is correct in that there has been no usage at the premise since his alleged move out date
While it is Company policy to hold customer's responsible for service at an address until a turn-off order is completed, as a customer relations gesture, I will honor Mr*** request for an allowance of the minimum customer charge and will issue a refund on any payments made after 6/17/
On 8/25/15, I made an unsuccessful attempt to reach Mr*** to advise him of the resolution of his complaintI left a detailed message explaining that a rebill and/or refund would be issued as requestedI also left my contact information and advised him to call me if he has any other questions or concerns regarding this matter
Distribution: ** *** Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you!
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/17) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 11/17/
CASD Investigator: *** ***
Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX
Rate: GH Residential
Comments / Resolution:
Mr*** filed an inquiry with the Revdex.com and stated the following:
He called the Customer Service Department to reconnect his gas service and asked for the amount required to clear his account and place him in good standing
He paid the amount that he was given by the agent but when the Company came out to his home, they placed a lock on his meter
He was then told that he would have to pay an additional $
After he complained, he was then told that he would have to pay an additional $1,
To resolve the complaint, he wants the money he paid to zero out his account refunded as soon as possible because he believes that the Company took money for a service that was never provided
Investigation Details:
Prior to the receipt of the Revdex.com Inquiry, the CASD investigated Mr*** complaint filed with the Missouri Public Service Commission (MPSC) and discovered:
Mr*** is trying to establish service at *** ***
On 5/8/the previous owner contacted the Customer Service Department and requested a turn-off for 5/9/A service technician was routed to the premise on 5/9/to turn-off the gas service and upon arrival there was no access to the meter to complete the turn-offAlthough the gas service was not physically turned off in our system, the previous owner's account was stopped in our system; a final bill was rendered on the account the same day
On 5/15/14, Mr*** contacted the Customer Service Department and requested that the service be started in his nameMr*** was advised that his debt from *** *** in the amount of $would have to be paid, as well as a minimum payment of $being required towards the bill owed in his wife's name, *** *** must be paid before the service would be started in his nameHe requested a Supervisor and a message was taken for a call back
A Supervisor returned his call the same day and erroneously advised him upon further review, he did not have to pay his wife's bill, but he would have to pay his bill of $before the service would be started
On 6/3/14, a letter was mailed to the previous owner requesting that she call the Company to reschedule the turn-off order but she never did
Mr*** did not make the payment so the service was never started in his name and due to the closed turn-off order; the gas service remained active without anyone being billed for the usage
On 7/22/15, the gas service was disconnected at the curb the same day; he account was flagged to route any turequests via the Diversion Department for completion
On 9/8/15, Mr*** contacted the Customer Service Department regarding his account and the CSR advised him that he owed a balance of $from *** *** she also gave him his account number
On 10/6/15, Mr*** contacted the Customer Service Department and again he was given his account number and amount dueThe CSR also advised him that after he pays his bill of $to call back with the confirmation number to schedule his tuorderMr*** made the payment and called back and requested a turn on at *** *** and as indicated above, the order was routed to the Diversion Control Department for completion
On 10/7/15, the tuorder was cancelled for Mrand Mrs*** because the Diversion Control Department's investigation placed them at *** *** during the period of time that the gas was consumed and not billed to them (5/9/- 7/22/15)It was discovered that 1,CCF was used which was calculated to be $1,In addition, social security number check placed them both at *** *** during the period that the debt was incurred; the balance due from *** is $1,
o Note: Per the StLouis City Assessor's Office, Mr*** purchased the property on 5/9/
The same morning, at 9:AM, Mr*** contacted the Customer Service Department and a CSR explained that his tuorder was cancelled for the above reasonsMr*** requested to speak to a Supervisor and a message was taken for a call back
Mr*** continued to contact the Customer Service Department repeatedly regarding this matter and each time, the above information was reiterated to him by SupervisorsHe was told that unless he can prove that he lived someone else other than *** *** for the disputed period, he would remain responsible for the unauthorized usage
Upon receipt of the MPSC inquiry, I contacted the Company's Legal Department and reviewed the account details with an AttorneyIt was determined that based on the circumstances, we would not treat this matter as unauthorized usage which requires the bill of $1,to be paid in full before turn-on; rather we would bill the account as if it was an underchargeMr*** will remain responsible for the usage; however, per MPSC Tariff, the Company can correct an undercharge year from the date of discovery, which means he will be billed the usage from July - July In addition, since this is being treating as an undercharge, he may establish payment arrangements up to months on the bill; the corrected amount is now $1,The benefit of service bill, $1,will be paid off under a CWR budget plan
On 11/16/15, I made unsuccessful attempts to reach Mr*** to discuss the resolution with him; I left my telephone number (XXX) XXX-XXXX and requested that he call me back to discuss his complaintIn the meantime, I have also noted his account with this information
Mr*** contacted the Customer Service Department the same day and a CSR explained the resolution to him; a turn on order was scheduled for 11/17/
Distribution: ** ** *** Revdex.com, File
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER INFORMATION

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, there was a shut off ValveThe repairman informed me of this and showed it to meAlso, the foreman only made one attempt to contact me which is not a best practiceIf it is then it is ridiculous on their behalfMy stove had been fixed prior to them finally respondingTheir customer service overall has not been impressive
Sincerely, *** ***
*** ***

Initial Business Response /* (1000, 5, 2015/12/23) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 12/14/
CASD Investigator: *** ***
Customer Info: Account ID XXXXXXXXXX Complaint ID: XXXXXXX
Rate: GH Residential
Comments / Resolution:
Ms*** Revdex.com Complaint is concerning an adjusted bill she received on her accountShe states that the Company is billing her for our mistakeMs*** states that she pays her bill every month and that in March and April, she received bills with a total of $in extra charges with no explanation other that it was a corrected billMs*** stated that her service was disconnected because she suddenly owed too much and when she contacted the Company, she was told that the meter was not working for a year and that her usage had been estimatedShe then spoke with a Supervisor who advised her that she had been charged incorrectly and he had her service restored, but the charges were never taken offMs*** stated that she did not pay the extra $because she knew it was wrong and the Company shut off her service againShe called back and spoke to another Supervisor who was rude and unhelpfulShe claims the Supervisor would not admit that a mistake had been madeMs*** stated that she already paid a bill for every one of the months that the adjusted bill covered; however, the Supervisor would not restore her gas service until she agreed to a payment planShe states that the Company is now demanding full payment of the bill despite her having established a payment agreementMs*** stated this situation was not her fault and that she does not believe the Company can charge her for gas service that we don't know she used
To resolve her complaint, Ms*** wants her account credited with $
Investigation Details:
A review of Ms*** gas account records determined that the bill in question was rendered to correct an undercharge on her account
On or about 11/23/13, the AMR module stopped advancing and remained at *** This resulted in Ms*** being billed for zero usage from 11/23/through 3/3/15; she was only charged the minimum customer fee of $plus tax
The problem with the AMR was not discovered until 2/24/which was during the time that the Company ran a "zero usage report to identify these types of accounts
On 3/10/15, Landis & Gyr visited Ms*** property and replaced the AMR moduleAfter the module was replaced, progressive usage started being transmitted from the AMR module
On 3/31/15, an adjusted bill was rendered on the account to correct the undercharge
Note: Per Missouri Public Service Commission Tariff, the Company is allowed to go back one year from the date of discovery to correct an undercharge on a customer's accountWhen this occurs, customers are offered payment arrangements on catch up bills up to months
The bills rendered for service from 3/27/to 2/26/totaling $were cancelled and credited back to the account; the late fees assessed on the account totaling $were also waivedA corrected bill amount of $was then applied, leaving a balance due in undercharges of $The prior balance, which was not affected by the adjustment, was $Ms*** was then billed current gas charges of $bringing the total due on the account to $
Note: A letter of explanation should have accompanied the adjusted bill but based on Ms*** comments, she did not receive same, nor did she call to inquire about the bill until after her service was disconnected
On 6/4/15, a 96-hour notice was mailed to Ms*** warning of the impending disconnection of her service due to non-payment
On 6/11/15, the service was disconnected for non-payment
On 6/15/15, Ms*** contacted the Customer Service Department and a CSR reviewed her bill with her; however, Ms*** wanted to come to the office to discuss in personWhen advised that an office visit was not possible, she requested to speak to a Supervisor and a message was taken for a Supervisor to return her callA Supervisor returned her call the same day and attempted to explain the adjusted bill to her; however, Ms*** stated that she was not in a position to discuss the bill at that timeThe Supervisor agreed to reconnect her service as she was disputing the bill and agreed to call her back the next day to review the charges with her
On 6/16/15, the Supervisor made an unsuccessful attempt to reach Ms*** to discuss the account with her; he left a message for her to return his callAnother attempt was made by the Supervisor to reach Ms*** on 6/23/after he received a message that she had returned his callHe left her another message to call him back but she did not so no arrangements were ever established on the bill
On 7/13/15, a payment of $was posted to the account
On 9/21/15, the severance process was started again and by that time, the gas account balance was $A disconnection notice was mailed to Ms*** warning that the service was in threat of being disconnected for non-payment
On 9/30/15, a 96-Hour notice was mailed to Ms*** warning of the impending disconnection of her service due to non-payment
On 10/7/15, the service was disconnected for non-payment
After the service was disconnected, Ms*** contacted the Customer Service Department and spoke to a different SupervisorThe Supervisor reviewed her account with her and explained the corrected bill to her; however, Ms*** disputed the findings and stated that she knows she was billed every month for gas usageThe Supervisor reiterated that she was only billed the minimum customer chargeThe Supervisor explained that even though the corrected bill was for estimated usage; the estimates were based on her previous usage historyMs*** was offered a payment arrangement on the account and the Supervisor noted that Ms*** replied that she had no intention of paying the billMs*** asked if the Company was willing to work with her and the Supervisor replied that she would investigate the matter further to see if an allowance could be issued towards the bill; the request for an allowance was subsequently denied
The Supervisor scheduled a reconnection of her gas service for 10/8/and set up payment arrangements on the catbill
Ms*** was supposed to pay $a month, plus her current bill each month; however, she did not make her payment
Her failure to pay resulted in the severance process starting again on her account; a disconnection notice was mailed to her on 12/1/and 12/10/warning that the service would be disconnected unless she paid the bill by 12/15/The notice also explained that CWR arrangements are also available
On 12/14/15, Ms*** contacted the Customer Service Department and reported a payment of $111.87; however, she declined to set up arrangements on the balance of the billA message was taken for a Supervisor to call her backWhen the Supervisor returned her call, she stated that this was not a good timeThe Supervisor agreed to call her back on 12/16/In the meantime, he cancelled the pending severance order for her account
On 12/16/15, the Supervisor made an unsuccessful attempt to reach her; he left a message requesting that she call back to set up arrangements on her account
On 12/22/15, I placed a letter in the mail to Ms*** summarizing the above informationI also mailed her copies of the zero usage bills for the adjusted time period, as well as a spreadsheet reflecting how the usage was spread to correct the underchargeI provided her with my contact information to call me if she has questions or if she wants to establish payment arrangements on her account; however, she was not offered an allowance on the adjusted bill because it is not warranted
THIS REPORT CONTAINS SPECIFIC CONFIDENTIAL CUSTOMER

Good evening, I am very sorry for the delay. I will follow up ASAP to provide the completed report. Thank you, Alicia Johnson

I am waiting for Mr*** to return my call. He did not provide the account information/ address for the disputed charges

Good afternoon, I've attached Ms***'s complaint report. Please, let me know if you have any questions. Thank you

Initial Business Response /* (1000, 7, 2015/07/14) */
Ms*** contacted the Revdex.com with the following concerns:
She was contacted by a Collection Agency on 06/21/requesting payment of a debt in the amount of $
She feels the bill should not have been sent to a Collection Agency
since the payment was not due until 06/26/15; the delinquent was 07/08/
She believes that the Company is harassing her for not using gas
To resolve the complaint, Ms*** wants the charges of $waived
Comments / Resolution:
Company records revealed that on 06/15/15, Ms*** filed an inquiry with the Missouri Public Service Commission regarding the same matterUpon completion of my investigation, I contacted Ms*** on 06/15/and left a detailed message for Ms*** explaining that upon receipt of her inquiry, her concerns were forwarded to a Supervisor in the Meter Reading & Billing Department to investigate and/or correct her bills based on his investigation of her zero usage
The Supervisor reported that her account is listed that it heats with gas so the system estimated the billing during the winter months since the readings reflected zero usageThe Supervisor stated that a technician went to the premise on 04/08/and found that the only gas appliance was the furnace and he confirmed that Ms*** was not using the furnace so she closed her account on 04/08/Although Ms*** was not using gas, customers that have active gas accounts are billed the monthly customer charge of $plus tax each monthThe Meter Reading & Billing Supervisor corrected the bill, and her final amount was reduced from $to $53.18; the last payment that posted on 02/27/was for service through 01/26/15; the $is for service from 01/26/to 04/08/(monthly customer charge)I left my direct number of XXX-XXX-XXXX and requested that she call me if she has additional questions or concerns
On 06/29/15, Ms*** spoke to a Customer Service Supervisor disputing the $She advised the Supervisor that she received the bill for $and the bill stated it was due on 06/26/and delinquent 07/08/15; however, a collection agency had contacted her regarding the $The Supervisor advised her that her account was sent to a collection agency in error and he assured her that he would have the account pulled from the collection agency immediatelyHe also agreed to waive the $since it was for monthly customer charges, taxes and no gas was actually used
On 07/01/15, the Supervisor left Ms*** a detailed message apologizing for the inconvenience he advised her that the Manager of the Credit & Collection Department had pulled the account from the collection agency and advised the agency that the account was placed in errorThe Customer Service Supervisor reversed the $53.18; reflecting a zero balance on her accountThe Supervisor advised Ms*** to call him directly if she has additional questions or concernsMs*** will also receive an e-mail and/or letter confirming that the charges on her account were reversed and the account was pulled from the Collection Agency
Since this matter had already been resolved by a Customer Service Supervisor, and Ms*** account reflects a zero balance the CASD did not contact her again
In accordance with the Revdex.com request, information that personally identifies the customer is not included on this report
Distribution: ** ** *** Revdex.com, File

Initial Business Response /* (1000, 5, 2016/02/23) */
Laclede Gas Company
Community Services Department
Revdex.com
Received: 02/11/
CASD Investigator: *** *** ____________________________________________________________________________
Customer Info: Account ID:
XXXXXXXXXXX Complaint ID: XXXXXXX
Inquiry/Complaint:
Mr*** filed a complaint with the Revdex.com stating that the Company failed to read her meter for consecutive monthsHis bill was adjusted in January and he was advised that he had used times more gas in Mr*** has been residing at *** *** *** Ctfor years and his budget billing has been between $and $per month, since the adjustment his budget increased to $145.00; he has been advised that his budget was scheduled to cancel due to irregular paymentsMr*** scheduled a High Bill Investigation and was advised by the technician that it was impossible for him to have used the amount of gas he was billedHe states that the Company still refuses to look at the historical usage and bill him accordinglyMr*** states he reviewed his usage for the past years and found the following:
- CCF, $
- CCF, $
- CCF, $
- CCF $
- CCF, $1,
- CCF, $
To resolve his complaint Mr*** is requesting $be credited to her account for
Comments/Resolution:
Upon receipt of the complaint I forwarded Mr*** complaint to the Meter Reading & Billing Department for reviewA Meter Reading Analyst stated that the AMR attached to meter XXXXXXXXX experienced a reset on 10/07/and stopped providing daily readingsLandis & Gyr went to the premise obtained manual reads for billing purposes followingThere were also readings obtained on 10/24/13, 11/22/13, 12/20/and 1/27/These manual reads were used for billing; each manual read ensured a bill for actual usage was issued while the AMR was not providing a daily readingLandis & Gyr replaced the AMR module on 03/10/Following the visit, the AMR transmitted a daily reading, unfortunately, the AMR reading was stalled and the Mr*** started receiving bills for zero usage (CCF)On 12/30/this was detected on a zero use query and Laclede requested Landis & Gyr visit the premise again to perform AMR maintenanceOn 01/15/15, the AMR module was replaced
The Meter Reading & Billing Analyst stated that actual meter readings were obtained on each visit to the premise so the rebill should have been based on actual usageHowever, after the Meter Reading & Billing Manager reviewed the account he found that the account had been billed incorrectlyHe requested that the account be corrected based on actual usage billing Mr*** CCF from 01/27/to 01/24/15, Mr*** was originally billed CCF for that time frame
On 02/23/16, I spoke to Mr*** and advised him of the above findingsI advised him that his account reflects a credit balance of $and his new bill will render on 02/2/that will reflect the correctionsMr*** thanked me for having his concerns investigatedI gave him my direct number XXX-XXX-XXXX for him to call me after he receives his bill if he has additional questions or concerns
In accordance with the Revdex.com request, information that personally identifies the customer is not included on this report
Distribution: ** ** *** Revdex.com, File